Change default email when sending notifications

whiteocean

Hello, I am new to osTicket and I am trying to make some changes.As far as I know when you create a ticket as guest the tickets group by your email(tell me if I am wrong)In my company we want to group tickets by a number, so the fast approach to make the change (I was thinking) is change the address field to be this number that I want, and create another field called realemail, so I want this field realemail to be the default email to send notifications (in example the autoemail when you create the ticket.Is there a better method to agroup guest tickets by name of the company or another data instead of contact email?Thank you in advance

ntozier

Tickets don't "group" they are owned by the user (the email address) that the ticket was opened for. email address is currently a required field. I beleive that Removing it would break all the security around accounts.I'm not real sure why you wouldn't simply use Help Topics and "group" the tickets by assigning them to a department. (or sub department if you need more granularity).

whiteocean

Its basically because we have support for 2 type of companies, some with paid support and others with basic support, to diferenciate this we create accounts for the companies that paid for support, and when they want to create a ticket the log in, but for "free" companies the user does not log into the app and creates a ticket as a guest.The thing is that if a company report 2 problems its probable that the 2 tickets would be opened by different users (different emails) therefore if you look at users there are 2 for the same company and the tickets are separated, but we know they are from the same company so we want the tickets to be together.I dont know if Im being clear, but I can add an image.In few words we want to "group" the tickets not by email, but company name.Thank you in advance

whiteocean

Adding to this, we want to create some reports filtering for company, maybe I dont know some features of osticketThank youEDIT: As I said, im newbie to this, I found organizations where you add users :)

ntozier

You can have seperate emails for each department.